Complaint: [redacted] I am rejecting this response because: You have a lot of nerve to suggest that we have not kept our couch set in good condition and that it’s 'heavily soiled,' especially when you readily admit that you do not have photos to back up your claim As it clearly states in our complaint, our issue is not with staining, but with what your own technician called unacceptable deterioration of the cushion interiors There is no way that anything we did caused this condition We have taken great care of our couches; they are not heavily soiled by any meansYou can confirm this with [redacted] , the company that handles your stain claims If there was staining, we would have filed a claim with them We have never done so The report your technician completed and had my husband sign the day of the inspection confirms that staining is not the issueMy husband read over and signed the report - it only had one line written on it and it was not about staining There is one recent small stain, not 'heavy soiling', on one of the seat cushions, but this too is Bob’s fault (we would have made a claim with [redacted] regarding this stain, but we were hoping to resolve the claim for the condition of the cushions first A small stain is not of grave concern when the cushions already look awful due to their deterioration) We accidentally dropped a solid pill on the couch – there were no marks or stains, but since it’s a pill that is not supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down My husband followed the instructions and the cleaning solution left the mark Your own cleaning solution left a stain on our couch – not anything that we did I don’t think one mark entails an entire couch set to be labeled as ‘heavily soiled.’ Perhaps if you tested your cleaning solution on all of the fabrics you sell before selling the solution as ‘ [redacted] ’ this stain would never have occurred I’ve attached the requested pictures of the couch setIt's really terrible that my husband had to take off work for this 'courtesy visit' just for the pictures to get lost and for you to make claims about how we care for our couch set If, as is clearly evident, you were never going to honor the [redacted] you sold us, you should have, for the first time, been honest from the beginning and told us so At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolutionPlease let us know if you need any additional photos to resolve this issue Overall – we're extremely disappointed with the customer service that we’ve received from Bob’s and your response to our complaint is wholly unacceptable In your response you state that Bob’s “cares very much to resolve our customer’s concerns while maintaining their trust in ou[r] business.” From the experience we have had to-date, this statement could not be further from the truth Instead, from the way you have treated us, it seems that it is company [redacted] to accuse your customer of being wrong rather than resolving their concerns and maintaining their trust This is an unconscionable way to do business, especially with loyal repeat customers Sincerely, [redacted]
Roman" size="3"> Good Morning Revdex.com, Please pass on our apologies to the customer though a damage that has emerged from an accident occurring cannot be considered a manufacturing defect or the responsibility of the retailer who supplied the product In reference to the customer information this claimant has supplied the Revdex.com with I was unable to locate the delivery of the rug the customer is associating with this concern No records came up when I searched phone number No records came up when I searched name Under the address listed here I was able to locate an account under [redacted] and this is actually an account I was personally involved in ( and have notes stating I personally spoke with Kimberly) to provide her with a courtesy exchange (where no defect was present) on an ottoman in March of In reference to the only rug I can locate within [redacted] ’s account: We delivered a 5’3” x 7’6” rug (article# 940318) on There was no extended protection purchased on this rug and outside of the warranty and our written term of accountability to this product (on 2.27.2015) we agreed (as another courtesy) to replace the rug with an even exchange for a concern of fraying ends On the date of this courtesy exchange (2.27.2015) our records reflect that the new rug was smaller than the old rug so we gave the customer a store credit to reselect (another courtesy)This deeply perplexes me as our records show that we brought the same article number to the customer as what they previously had in the homeSame size, same article number so it perplexes me as to how that new rug could be different than the last in terms of size? My best professional guess leads me to believe that the credit was given as yet another courtesy in a continued extreme effort to convey to the customer how much we truly care about her concerns This credit transaction shows that we removed that specific rug (5’3” x 7’6” rug article# 940318) from the home on and there is no other sale for a different rug attached or associated to this return credit At this time I cannot even confirm the purchase of the rug listed in this claim is from our business and the history of this account overtly shows that we have clearly made several exceptions for this individual already Bob's Discount Furniture prides itself on standing behind the merchandise we sell in the event of a defect however, to remain fair to all of our customers there are some scenarios where recourse is not an option Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
BOB's furniture is fine once you buy, but after that, there is no service I bought a mattress and specifically asked if they take the old one away Well they did not The delivery guys said it was not on their order so we called that day and they said they would get it the next day they did not It rained we called the next day and they said that they would not pick it up because their guys did not wrap it in plastic Like that is my fault Long story short, after calling and being on hold for min while they claimed they were going to pick it up that day, they said they would call me back when they confirmed the time They did not call back and the mattress is on the side of my house still soggy wet I paid for pick up and they did not pick it up
Good Afternoon Revdex.com, I have reached out this this customer by phone today (4.18.2014) and I am working directly with the customer by phoneI am currently seeking to provide her with the resolution she desires and will contact her again by Monday (4.21.2014) to confirm the resolution we have to resolve her concern Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I purchased a bed and mattress with the full set of protective covers for the mattress, totaling 1,this is a Xmas gift for my son (only gift he was receiving for Xmas) delivery date was December 24, needless to say the driver showed up ( on time) but told me the frame was damaged and would have to reschedule for another day for deliverySo not only did my son not get his bed he now don't have anything for Xmas and nothing to sleep on because he threw the old stuff out and totally emptied his Room to make it easier for the delivery guys to set upAs a single mother I'm just heartbroken and wanted to thank Bob personally for making this the worst Xmas for my sonDon't know why they would even make the driver drive to show a customer a broken piece instead of having it replaced and making the delivery on time, the box was clearly opened and you could see it was damaged why not call? I also think if you make an appointment and a piece is damaged I should not have to wait for the next available delivery date (5days away) why should my son suffer and sleep on the floor, you should be doing everything in your power to make me happy and have it the next day I'm sure it could be squeezed in you would just have to pay you delivery people overtime! Just really disappointed and I will probably never order or have anything good to say to friends and family about Bobs!
Good Afternoon Revdex.com, size="3"> We apologize to our customer for the frustration and disappointment they are experiencing from this concern We have reviewed the customer’s photos (2) with our Service Technician Manager who has over years of experience with our businessOur technician’s are trained at factory level thoroughly to recognize a manufacturing defect on multiple product types, their manager’s review of the photo is an even higher level of consideration than a technician coming to the customer’s residenceAt this time we stand behind the original determination of our Customer Care Supervisor ( [redacted] ) and are unable to offer further recourse for this concern Regardless of the photo review there are also many other factors to consider within this specific scenario and product type -Small fissures on stone product are considered a natural characteristic of the merchandiseThis is because it’s not a crack it’s a vein that once carried minerals that was formed in the stone millions of years agoThere are multitudes of public information available on a fissure being a characteristic for stone products and many consumers’ do mistake fissures for cracks -Bobs Discount Furniture provides product knowledge, such as information about fissures in stone product in all of our showrooms so our customer’s are fully educated on the product they are buyingWe always remind our customers that it is important to keep in mind that any manufactured stone merchandise is a product of natureWhile markings, veining, pitting, and fissures are common, they do not affect the quality of the pieceThese characteristics are what makes each piece of granite unique, and make it a ‘natural product’ -Should the customer truly believe that this is a crack and not a fissure then as a business we must turn our attention to the cause of a crack in the stone after the customer has had possession for nearly six and ½ monthsA crack in stone does not appear on its own and force or mishandling of the product is generally the cause of a crack within this type of productThis damage was not reported to us until just now after we delivered the item in May of The address provided to the Revdex.com differs from the original delivery address we brought the item to, therefore there is also a chance that this product was moved by the consumer or a third party moving company and should there be a crack in the product now, Bobs Discount Furniture cannot take ownership for a damage that occurred beyond our control Overall we do believe this marking is a fissure and not a crack and apologize to our customer that we have no recourse to offer them relating to this concern Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed
Good Afternoon Revdex.com- We are very sorry that we were not able to complete the delivery on the requested day The delivery fee is on a sliding scale of approximately 10% of the merchandise total This customer merchandise total was $and the delivery fee charged was While that is certainly not exactly 10% it does fall very close I would hope that whoever gave you the 10% information made it clear that it is “about 10%” The delivery team was at the customer’s home during the timeframe provided The customer should have received a voicemail with the timeframe, if no voicemail was available when the automated system called, we would not have been able to leave the message, however to ascertain the timeframe, the customer could have gone on line to MyBobs.com delivery tracker, called into customer care or the store We did submit a request for go back The team was not able to be sent back As the team was at the delivery location during the assigned timeframe, we would not be able to offer to refund the delivery fee There was no delivery failure on our partWe would be willing to offer a gift card as a goodwill gesture to this customer to try to make this right We are willing to offer the customer an [redacted] in the amount of $ If the customer would like to accept the offer they can reply to this email and we will have the [redacted] sent to the email address associated with this complaint Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the furniture arrived to you with small nicks and chips in the woodWe understand how disappointed you must have beenWhile your account is noted with the specific damage, once merchandise is accepted into the home our first option for recourse is serviceA technician was scheduled to visit your home on May 2nd however, Mr [redacted] canceled the service and was offered a reselection.I understand your hesitation when selecting new furniture but assure you that we stand behind the quality of all the merchandise we sellOur service and refund policy is noted on your sales invoice and reads as follows;REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up [redacted] You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise usedTake-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors[redacted] Prior to delivery, you may cancel special orders within three (3) days after the order date ( 05/02/) and we will refund your Special Order deposit in fullIf you cancel your special order later than three (3) days after the order date ( 05/02/) and before delivery, we will refund your Special Order Deposit less the Special Order Fee.For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales order.SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our "Pit" or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receiptYou also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at [redacted] to report factory defects to your MerchandiseOur Customer Care Department is available 6:AM to 9:PM Monday through Saturday and 10:AM to 7:PM SundaySince you are already in possession of the dining set that you like, I would recommend that you allow our technician to restore the two chairs and table to factory standards The damage is described to less than one inch and I am totally confident that the merchandise can be restore to showroom conditionIn the event the technical is unable to restore the merchandise we will explore alternate options for recourseThe alternative to service would be to reselect to a different set
I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The sleeper that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am so very sorry for the failures that this customer has had to endure based off of our error in making his sale incorrectlyWe expect all of our delivery teams to behave in the utmost professional manner and I thank this customer for bringing these failures to our attention so we may have the opportunity to address the obvious coaching concerns we haveI assure this customer that Bobs Discount Furniture cares very much for his concerns and our intention was never to create inconvenience for him during his purchase/delivery Bob’s prides itself on providing our customer quality service and the best value product for the priceOur primary focus is on ‘Making It Right’ so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled for to resolve this concernWhile it is not procedure to do so, I recognize that we have caused our customer a great deal of inconvenienceFor that reason, I will make a note that once we have made everything right, we will review this customer’s account to determine if further action should to be takenPlease advise this customer that upon completion of their delivery, the driver is expected to call into our Customer Care Department to allow us to speak directly with themIf our customer still believes that further resolution is needed to rectify this concern we can discuss what, if any, further resolution will be offered I genuinely apologize again for the impression this customer has been left with of our business Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- 10pt;">I can personally identify with a consumer’s need for an apology outside of making the concern right I am sorry that there was debris on the sofa when it finally arrived, and the customer was left with a mess All compensation agreements are discussed after the customer has been fully satisfied with the merchandise they paid for I see that the customer has been told several times by several different supervisors that the only form of compensation we can offer is as a Gift Card I am not sure if the reason why was explained, so I will clarify The customer signed an agreement with another company, [redacted] *** Bob’s can not interfere or intervene with the details of that signed contract We are not able to make a payment or offer to change the contract in any way We are responsible for any manufacturing issues with the pieces, but as far as the financial aspects, that is a private contract between the customer and [redacted] *** Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology This customer accepted the offer of the delivery fee to be processed as a Gift Card This will be processed to the email address on this complaint That is the only offer of compensation we are able to make Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Evening Revdex.com, size="3"> I attempted to reach out to this customer by telephone this evening (9.17.2015) on the number she has postedI was only able to leave a voicemail in which I left my direct number for contact back at [redacted] I am very troubled after reading about this customer’s experience with us and have begun addressing the obvious coaching concerns presented here Please advise the customer I’d be happy to make sure her property claim gets addressed appropriately and the compensation she’s been promised gets processed to her accordingly Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: That is an absolutely unacceptable responseThere is no way you can "assume" that I use one couch more than the otherYou do not live with meNo couch should be breaking down after two years of wear and tearThe technician already came to my house and told me he could not do anything about the back cushions which are the mail problemsYou have given me the run around since day and have treated me with utter disrespectI will not rest until you take responsibility for your poor customer service and poor quality products I did not email you as the post was removed so I could no longer view it If I need to take other means to bring your company to justice I will be more than happy to Sincerely, *** [redacted]
Good Morning Revdex.com, We are very sorry for the concern this customer has presented We absolutely stand behind our service policy, reviewed and signed at time of purchase It does state that if merchandise is defective the customer can receive parts and service, if parts and service are not available to correct the issue, we will exchange the merchandise or the customer can reselect to different merchandise Attached please see this customer’s sales order SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Call [redacted] at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence We are sorry we are not able to accommodate this customer requests Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr [redacted] and informed him of the status of his orderAnother representative from our Liaison department attempted to contact Mr [redacted] earlier today to inform him that the table is available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks [redacted]
Good Morning Revdex.com, Please provide this customer my sincerest apologies for the aggravation his concern seems to be causing himI would like very much to be able to help our customer resolve this concern, however what our customer is indicating occurred is extremely unlikely given the specific items he purchased and received I have attached a copy of his original invoice that denotes the purchase and delivery of two queen sets of bedding (mattress and foundation) and two queen beds (headboard, footboard, and rails)In order for this customer’s statement to be truthful our company would have had to pick and load twelve (12) items that differed from the written orderI’m certainly not denying that we make mistakes and boxes can be tagged incorrectly in our warehouse but these are all different items from different manufacturersOur warehouse picking vehicles would have had to literally visit several different racks of furniture in various spots of our warehouse and twelve (12) items would have had been tagged incorrectly from three (3) different vendors On top of that information, one of the queen beds (Jamestown set) is offered in only a queen or king sizeIt would be physically impossible to deliver a full size bed from the Jamestown set as it is not constructed by the vendor for sale therefore the item does not exist in our distribution center I have also attached a copy of our sales floor line up for the Jamestown set as a reference that we do not offer a full size version of this bed Here at Bobs Discount Furniture we pride ourselves on core values such as integrity and honestly, we do not under any circumstances charge a customer for one type of furniture and deliver the total opposite of what they purchased and expect our customer to be satisfiedI feel terrible that [redacted] believes, in his words, he “was ripped off” I truly hope that our customer can see our position and understand that after nearly three years with no reports of concern and the facts we have provided above we are unable to offer any resolution for this concern Thank you for your help in communicating this information, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Evening Revdex.com, I have reached out to [redacted] tonight (3.21.2014) through the email address she has provided in this complaintI have given this customer my direct email address and phone number so she can contact me to discuss options for resolution Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in October and at that time the customer purchased the option of [redacted] *** Please see attached flyer given out at time of purchase, which clearly shows the types of damages that are covered This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise [redacted] has accepted the claim on the piece regarding the pet urine stain This is absolutely considered an accident The moving damage is not considered accidental The customer called into [redacted] and explained that they had to make two attempts to bring up the sofa because it was getting stuck If the customer saw there was potential for damage and forced it up that is not accidental That is a choice [redacted] has set up for a technician to come to the home to repair the damage from the urine Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a refund of the delivery fee ($39.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: You have a lot of nerve to suggest that we have not kept our couch set in good condition and that it’s 'heavily soiled,' especially when you readily admit that you do not have photos to back up your claim As it clearly states in our complaint, our issue is not with staining, but with what your own technician called unacceptable deterioration of the cushion interiors There is no way that anything we did caused this condition We have taken great care of our couches; they are not heavily soiled by any meansYou can confirm this with [redacted] , the company that handles your stain claims If there was staining, we would have filed a claim with them We have never done so The report your technician completed and had my husband sign the day of the inspection confirms that staining is not the issueMy husband read over and signed the report - it only had one line written on it and it was not about staining There is one recent small stain, not 'heavy soiling', on one of the seat cushions, but this too is Bob’s fault (we would have made a claim with [redacted] regarding this stain, but we were hoping to resolve the claim for the condition of the cushions first A small stain is not of grave concern when the cushions already look awful due to their deterioration) We accidentally dropped a solid pill on the couch – there were no marks or stains, but since it’s a pill that is not supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down My husband followed the instructions and the cleaning solution left the mark Your own cleaning solution left a stain on our couch – not anything that we did I don’t think one mark entails an entire couch set to be labeled as ‘heavily soiled.’ Perhaps if you tested your cleaning solution on all of the fabrics you sell before selling the solution as ‘ [redacted] ’ this stain would never have occurred I’ve attached the requested pictures of the couch setIt's really terrible that my husband had to take off work for this 'courtesy visit' just for the pictures to get lost and for you to make claims about how we care for our couch set If, as is clearly evident, you were never going to honor the [redacted] you sold us, you should have, for the first time, been honest from the beginning and told us so At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolutionPlease let us know if you need any additional photos to resolve this issue Overall – we're extremely disappointed with the customer service that we’ve received from Bob’s and your response to our complaint is wholly unacceptable In your response you state that Bob’s “cares very much to resolve our customer’s concerns while maintaining their trust in ou[r] business.” From the experience we have had to-date, this statement could not be further from the truth Instead, from the way you have treated us, it seems that it is company [redacted] to accuse your customer of being wrong rather than resolving their concerns and maintaining their trust This is an unconscionable way to do business, especially with loyal repeat customers Sincerely, [redacted]
Roman" size="3"> Good Morning Revdex.com, Please pass on our apologies to the customer though a damage that has emerged from an accident occurring cannot be considered a manufacturing defect or the responsibility of the retailer who supplied the product In reference to the customer information this claimant has supplied the Revdex.com with I was unable to locate the delivery of the rug the customer is associating with this concern No records came up when I searched phone number No records came up when I searched name Under the address listed here I was able to locate an account under [redacted] and this is actually an account I was personally involved in ( and have notes stating I personally spoke with Kimberly) to provide her with a courtesy exchange (where no defect was present) on an ottoman in March of In reference to the only rug I can locate within [redacted] ’s account: We delivered a 5’3” x 7’6” rug (article# 940318) on There was no extended protection purchased on this rug and outside of the warranty and our written term of accountability to this product (on 2.27.2015) we agreed (as another courtesy) to replace the rug with an even exchange for a concern of fraying ends On the date of this courtesy exchange (2.27.2015) our records reflect that the new rug was smaller than the old rug so we gave the customer a store credit to reselect (another courtesy)This deeply perplexes me as our records show that we brought the same article number to the customer as what they previously had in the homeSame size, same article number so it perplexes me as to how that new rug could be different than the last in terms of size? My best professional guess leads me to believe that the credit was given as yet another courtesy in a continued extreme effort to convey to the customer how much we truly care about her concerns This credit transaction shows that we removed that specific rug (5’3” x 7’6” rug article# 940318) from the home on and there is no other sale for a different rug attached or associated to this return credit At this time I cannot even confirm the purchase of the rug listed in this claim is from our business and the history of this account overtly shows that we have clearly made several exceptions for this individual already Bob's Discount Furniture prides itself on standing behind the merchandise we sell in the event of a defect however, to remain fair to all of our customers there are some scenarios where recourse is not an option Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
BOB's furniture is fine once you buy, but after that, there is no service I bought a mattress and specifically asked if they take the old one away Well they did not The delivery guys said it was not on their order so we called that day and they said they would get it the next day they did not It rained we called the next day and they said that they would not pick it up because their guys did not wrap it in plastic Like that is my fault Long story short, after calling and being on hold for min while they claimed they were going to pick it up that day, they said they would call me back when they confirmed the time They did not call back and the mattress is on the side of my house still soggy wet I paid for pick up and they did not pick it up
Good Afternoon Revdex.com, I have reached out this this customer by phone today (4.18.2014) and I am working directly with the customer by phoneI am currently seeking to provide her with the resolution she desires and will contact her again by Monday (4.21.2014) to confirm the resolution we have to resolve her concern Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
I purchased a bed and mattress with the full set of protective covers for the mattress, totaling 1,this is a Xmas gift for my son (only gift he was receiving for Xmas) delivery date was December 24, needless to say the driver showed up ( on time) but told me the frame was damaged and would have to reschedule for another day for deliverySo not only did my son not get his bed he now don't have anything for Xmas and nothing to sleep on because he threw the old stuff out and totally emptied his Room to make it easier for the delivery guys to set upAs a single mother I'm just heartbroken and wanted to thank Bob personally for making this the worst Xmas for my sonDon't know why they would even make the driver drive to show a customer a broken piece instead of having it replaced and making the delivery on time, the box was clearly opened and you could see it was damaged why not call? I also think if you make an appointment and a piece is damaged I should not have to wait for the next available delivery date (5days away) why should my son suffer and sleep on the floor, you should be doing everything in your power to make me happy and have it the next day I'm sure it could be squeezed in you would just have to pay you delivery people overtime! Just really disappointed and I will probably never order or have anything good to say to friends and family about Bobs!
Good Afternoon Revdex.com, size="3"> We apologize to our customer for the frustration and disappointment they are experiencing from this concern We have reviewed the customer’s photos (2) with our Service Technician Manager who has over years of experience with our businessOur technician’s are trained at factory level thoroughly to recognize a manufacturing defect on multiple product types, their manager’s review of the photo is an even higher level of consideration than a technician coming to the customer’s residenceAt this time we stand behind the original determination of our Customer Care Supervisor ( [redacted] ) and are unable to offer further recourse for this concern Regardless of the photo review there are also many other factors to consider within this specific scenario and product type -Small fissures on stone product are considered a natural characteristic of the merchandiseThis is because it’s not a crack it’s a vein that once carried minerals that was formed in the stone millions of years agoThere are multitudes of public information available on a fissure being a characteristic for stone products and many consumers’ do mistake fissures for cracks -Bobs Discount Furniture provides product knowledge, such as information about fissures in stone product in all of our showrooms so our customer’s are fully educated on the product they are buyingWe always remind our customers that it is important to keep in mind that any manufactured stone merchandise is a product of natureWhile markings, veining, pitting, and fissures are common, they do not affect the quality of the pieceThese characteristics are what makes each piece of granite unique, and make it a ‘natural product’ -Should the customer truly believe that this is a crack and not a fissure then as a business we must turn our attention to the cause of a crack in the stone after the customer has had possession for nearly six and ½ monthsA crack in stone does not appear on its own and force or mishandling of the product is generally the cause of a crack within this type of productThis damage was not reported to us until just now after we delivered the item in May of The address provided to the Revdex.com differs from the original delivery address we brought the item to, therefore there is also a chance that this product was moved by the consumer or a third party moving company and should there be a crack in the product now, Bobs Discount Furniture cannot take ownership for a damage that occurred beyond our control Overall we do believe this marking is a fissure and not a crack and apologize to our customer that we have no recourse to offer them relating to this concern Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed
Good Afternoon Revdex.com- We are very sorry that we were not able to complete the delivery on the requested day The delivery fee is on a sliding scale of approximately 10% of the merchandise total This customer merchandise total was $and the delivery fee charged was While that is certainly not exactly 10% it does fall very close I would hope that whoever gave you the 10% information made it clear that it is “about 10%” The delivery team was at the customer’s home during the timeframe provided The customer should have received a voicemail with the timeframe, if no voicemail was available when the automated system called, we would not have been able to leave the message, however to ascertain the timeframe, the customer could have gone on line to MyBobs.com delivery tracker, called into customer care or the store We did submit a request for go back The team was not able to be sent back As the team was at the delivery location during the assigned timeframe, we would not be able to offer to refund the delivery fee There was no delivery failure on our partWe would be willing to offer a gift card as a goodwill gesture to this customer to try to make this right We are willing to offer the customer an [redacted] in the amount of $ If the customer would like to accept the offer they can reply to this email and we will have the [redacted] sent to the email address associated with this complaint Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the furniture arrived to you with small nicks and chips in the woodWe understand how disappointed you must have beenWhile your account is noted with the specific damage, once merchandise is accepted into the home our first option for recourse is serviceA technician was scheduled to visit your home on May 2nd however, Mr [redacted] canceled the service and was offered a reselection.I understand your hesitation when selecting new furniture but assure you that we stand behind the quality of all the merchandise we sellOur service and refund policy is noted on your sales invoice and reads as follows;REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up [redacted] You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise usedTake-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors[redacted] Prior to delivery, you may cancel special orders within three (3) days after the order date ( 05/02/) and we will refund your Special Order deposit in fullIf you cancel your special order later than three (3) days after the order date ( 05/02/) and before delivery, we will refund your Special Order Deposit less the Special Order Fee.For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales order.SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our "Pit" or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receiptYou also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at [redacted] to report factory defects to your MerchandiseOur Customer Care Department is available 6:AM to 9:PM Monday through Saturday and 10:AM to 7:PM SundaySince you are already in possession of the dining set that you like, I would recommend that you allow our technician to restore the two chairs and table to factory standards The damage is described to less than one inch and I am totally confident that the merchandise can be restore to showroom conditionIn the event the technical is unable to restore the merchandise we will explore alternate options for recourseThe alternative to service would be to reselect to a different set
I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The sleeper that you purchased was a new product that was wrapped from the manufacturerI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Tracy S Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I am so very sorry for the failures that this customer has had to endure based off of our error in making his sale incorrectlyWe expect all of our delivery teams to behave in the utmost professional manner and I thank this customer for bringing these failures to our attention so we may have the opportunity to address the obvious coaching concerns we haveI assure this customer that Bobs Discount Furniture cares very much for his concerns and our intention was never to create inconvenience for him during his purchase/delivery Bob’s prides itself on providing our customer quality service and the best value product for the priceOur primary focus is on ‘Making It Right’ so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled for to resolve this concernWhile it is not procedure to do so, I recognize that we have caused our customer a great deal of inconvenienceFor that reason, I will make a note that once we have made everything right, we will review this customer’s account to determine if further action should to be takenPlease advise this customer that upon completion of their delivery, the driver is expected to call into our Customer Care Department to allow us to speak directly with themIf our customer still believes that further resolution is needed to rectify this concern we can discuss what, if any, further resolution will be offered I genuinely apologize again for the impression this customer has been left with of our business Thank you, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- 10pt;">I can personally identify with a consumer’s need for an apology outside of making the concern right I am sorry that there was debris on the sofa when it finally arrived, and the customer was left with a mess All compensation agreements are discussed after the customer has been fully satisfied with the merchandise they paid for I see that the customer has been told several times by several different supervisors that the only form of compensation we can offer is as a Gift Card I am not sure if the reason why was explained, so I will clarify The customer signed an agreement with another company, [redacted] *** Bob’s can not interfere or intervene with the details of that signed contract We are not able to make a payment or offer to change the contract in any way We are responsible for any manufacturing issues with the pieces, but as far as the financial aspects, that is a private contract between the customer and [redacted] *** Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology This customer accepted the offer of the delivery fee to be processed as a Gift Card This will be processed to the email address on this complaint That is the only offer of compensation we are able to make Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Evening Revdex.com, size="3"> I attempted to reach out to this customer by telephone this evening (9.17.2015) on the number she has postedI was only able to leave a voicemail in which I left my direct number for contact back at [redacted] I am very troubled after reading about this customer’s experience with us and have begun addressing the obvious coaching concerns presented here Please advise the customer I’d be happy to make sure her property claim gets addressed appropriately and the compensation she’s been promised gets processed to her accordingly Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: That is an absolutely unacceptable responseThere is no way you can "assume" that I use one couch more than the otherYou do not live with meNo couch should be breaking down after two years of wear and tearThe technician already came to my house and told me he could not do anything about the back cushions which are the mail problemsYou have given me the run around since day and have treated me with utter disrespectI will not rest until you take responsibility for your poor customer service and poor quality products I did not email you as the post was removed so I could no longer view it If I need to take other means to bring your company to justice I will be more than happy to Sincerely, *** [redacted]
Good Morning Revdex.com, We are very sorry for the concern this customer has presented We absolutely stand behind our service policy, reviewed and signed at time of purchase It does state that if merchandise is defective the customer can receive parts and service, if parts and service are not available to correct the issue, we will exchange the merchandise or the customer can reselect to different merchandise Attached please see this customer’s sales order SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Call [redacted] at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence We are sorry we are not able to accommodate this customer requests Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison
Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr [redacted] and informed him of the status of his orderAnother representative from our Liaison department attempted to contact Mr [redacted] earlier today to inform him that the table is available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks [redacted]
Good Morning Revdex.com, Please provide this customer my sincerest apologies for the aggravation his concern seems to be causing himI would like very much to be able to help our customer resolve this concern, however what our customer is indicating occurred is extremely unlikely given the specific items he purchased and received I have attached a copy of his original invoice that denotes the purchase and delivery of two queen sets of bedding (mattress and foundation) and two queen beds (headboard, footboard, and rails)In order for this customer’s statement to be truthful our company would have had to pick and load twelve (12) items that differed from the written orderI’m certainly not denying that we make mistakes and boxes can be tagged incorrectly in our warehouse but these are all different items from different manufacturersOur warehouse picking vehicles would have had to literally visit several different racks of furniture in various spots of our warehouse and twelve (12) items would have had been tagged incorrectly from three (3) different vendors On top of that information, one of the queen beds (Jamestown set) is offered in only a queen or king sizeIt would be physically impossible to deliver a full size bed from the Jamestown set as it is not constructed by the vendor for sale therefore the item does not exist in our distribution center I have also attached a copy of our sales floor line up for the Jamestown set as a reference that we do not offer a full size version of this bed Here at Bobs Discount Furniture we pride ourselves on core values such as integrity and honestly, we do not under any circumstances charge a customer for one type of furniture and deliver the total opposite of what they purchased and expect our customer to be satisfiedI feel terrible that [redacted] believes, in his words, he “was ripped off” I truly hope that our customer can see our position and understand that after nearly three years with no reports of concern and the facts we have provided above we are unable to offer any resolution for this concern Thank you for your help in communicating this information, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Evening Revdex.com, I have reached out to [redacted] tonight (3.21.2014) through the email address she has provided in this complaintI have given this customer my direct email address and phone number so she can contact me to discuss options for resolution Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in October and at that time the customer purchased the option of [redacted] *** Please see attached flyer given out at time of purchase, which clearly shows the types of damages that are covered This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise [redacted] has accepted the claim on the piece regarding the pet urine stain This is absolutely considered an accident The moving damage is not considered accidental The customer called into [redacted] and explained that they had to make two attempts to bring up the sofa because it was getting stuck If the customer saw there was potential for damage and forced it up that is not accidental That is a choice [redacted] has set up for a technician to come to the home to repair the damage from the urine Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a refund of the delivery fee ($39.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison